Job Information
Reyes Holdings Field IT Support Analyst (70% travel) in Coatesville, Pennsylvania
Overview
Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries. We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.
Responsibilities
*Pay Transparency Statement: *
The compensation philosophy reflects the Company’s reasonable expectation at the time of posting. We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs. This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.
Position Summary:
The IT Support Analyst will provide on-site and remote support for business-critical applications and hardware in a warehouse environment while making independent business critical decisions. This position is accountable for resolving highly complex computing, networking, and application issues at a local and Global IT level. The IT Support Analyst will identify and solve common, recurring issues and escalate as appropriate. This position will also be responsible for supporting, implementing, and enforcing Martin Brower IT Policies, and will interact with Corporate, Global MB IT, and Reyes Holdings support and resolution teams daily.
Position Responsibilities may include, but not limited to:
Demonstrate consistent ability to own issue resolution from start to finish, including making business critical decisions that may affect the immediate abilities of groups of users or a distribution center’s capabilities to continue business
Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect operations, transportation, order processing, finance, or other business functions
Stay up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software
Assist in solving issues for distribution center/call center customers with business applications including ERP and Warehouse Management Systems including other Martin Brower and Reyes Holdings application portfolio through personal knowledge and by working with other application teams
Monitor and troubleshoot standard, aligned infrastructure, including:
Personal computing devices (laptops, desktops, etc.)
Network equipment (switches, routers, and access points)
Material handling equipment (MHE) technology
Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)
Printers (laser, thermal, line, copiers, etc.)
UPS units
Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes
Ability to terminate and punch down CAT6 cables with RJ45 and patch panels
Ability to assist in wireless access points, UPS and other device installation and maintenance—this can include being on a lift, up to 35 feet and going to rooftop for maintenance
Recognize, define, and document resolutions and repeatable fixes for frequent issues that will be published to the team and Level 1 support
Document and escalate issues to appropriate IT technology, infrastructure and application groups via standard processes and business leadership
Participate in off-hour support as needed
Work effectively across multiple corporate functions including business, engineering, operations, and manufacturing
Create training documents, as necessary, and train peers and end-users
Maintain awareness of IT trends, technology, and regulations that could impact company and identify risks and issues
Attending Reyes Holdings IT change control and other infrastructure related meetings and identify, approve, or deny change requests control that could have possible impacts to the business
Responsible for asset management, to include maintaining current inventory of devices, tracking devices, reclaiming devices no longer in use, and aligned procurement and spend company expense and capital funds
Interact and manage incidents with 3 rd party vendors for support
Independently run small projects, leading application, infrastructure, and business resources utilizing the SDLC model including resource and budget management
Independently develop and nurture strong and appropriate relationships with business and technical partners as well as customers to advance system efficiency and overall IT perception and support
Other projects or duties as assigned
Qualifications
Required Skills and Experience:
Bachelor’s degree in computer engineering, information technology, or any computer-related field and at least 4 years of previous work-related experience working in a technical support environment, specifically supporting business applications and devices
Thorough knowledge of supported software applications and hardware
Familiar with server rack configuration and able to add, remove or modify devices
Working knowledge of common network and end user device troubleshooting is preferred
Understand the difference between software deficiency and user training and can apply knowledge appropriately
Maintain MDFs and IDFs health and cleanliness
Must be analytical and detail-oriented with excellent troubleshooting and problem-solving abilities
Must be an independent thinker and decision maker, with the interests of the business and business continuity in mind
Must have strong communication, organization, and interpersonal skills, in addition to excellent customer service skills
Ability to manage multiple tasks simultaneously
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions in a group setting
Ability to provide remote support to end users over telephone or screen sharing
Ability to work in 24/7 warehouse environment
Willing to travel to distribution centers up to 75%
Self-motivated with the ability to meet deadlines on multiple tasks
This position must pass a post-offer background and drug test
Preferred Skills and Experience:
Project management experience and/or certification
Familiarity of business intelligence and data analytics solutions
Physical Demands and Work Environment :
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business regarding such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.
ID 2024-13272
Category Information Technology and Technical Support Position Type Regular Full-Time Location : Location US-PA-Coatesville LinkedIn Recruiter Tag #LI-DS1
As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.
Reyes Holdings
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